Following on from the recent feedback for ward 10, CHFT Weekly is delighted to share more lovely words - this time in praise of the phlebotomy clinic service at Acre Mills, and in particular Marcia Simpson.

The team copes with huge numbers of patients with differing sensitivities at all our sites - more than 5,600 a week from inpatients, outpatients, GPs, outreach and out reach clinics..

The patient wrote directly to us saying:

"First time I have gone to this department for a blood test. Recommended by a friend.  Arrived 9.30 ish and met by a very friendly lady on reception. She showed me how to check-in and where to go and how many people were in front.  Wonderful!  Sat down in main waiting area. Called through within five mins. Lady called Marcia. She was friendly, very professional and genuinely seemed concerned I was ok.

"What a fantastic visit. Restored my faith. Please thank your staff.  They treated me like an individual not just another on the conveyor belt. I felt as though they enjoyed their jobs."

We asked Marcia to tell us a bit more about herself:

How long have you worked here and why phlebotomy?

I’ve worked here for 4 years, it’s just something I always wanted to do

How do you put people at ease?

I explain what is going to happen and try to reassure them that everything will be OK-this usually helps if they are anxious

If they are afraid of needles what do you say to them?

I tell them that I will have a look first and assure them that I won’t do anything until I have properly identified where the vein is.

What’s the key operationally to a painless blood test?

Not to rush and to put the patient at ease

Has anyone ever fainted?

Loads of times! We just lie them back and offer them a glass of water. People are usually embarrassed and try to get up again quickly  but it’s important that they are given time to recover first

What do people say when you tell them what you do? Have you had lots of vampire jokes?

Oh yes, vampire jokes are the norm!

Your team obviously are close. What’s the secret of a happy team?

Good communications and being willing to help each other. It also helps if there is a good leader who motivates everyone else.